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Kiwi Webhoster 247 offers apology after month long hiatus

Tue, 27th May 2014, 15:52

And they are back. Well somebody is anyway! AWOL Kiwi webhoster 24/7 Hosting NZ has returned from a month long hiatus that left clients scrambling to retrieve domain names and find alternative hosting solutions while the web hosting vultures circled. 24/7 finally contacted its customers claiming to be “resolving all issues”.

The embattled company insists on Facebook  that it is working to respond to support request, posting:

“Valued customers, please review our e-mail to you this morning and know that we are working to resolve all issues. Some contact methods are still not working. If you have a support request, please ensure that you have submitted it through ttps://support.247hosting.co.nz/clientarea.php.”

It appears 24/7 management, whose whereabouts has alluded customers for a month, first order of business may have been to delete all the soliciting comment spam on its social media pages including the testimonials pertaining to other webhosting competitors.

“To any of our customers wishing to move: please research your new provider carefully. We understand your decision, but we do NOT have any knowledge of affiliation with any of the companies which have solicited on this Facebook page or on our Twitter.”

For some the resurrection isn’t enough, with disgruntled customer continuing to post comments like the “Damage is done guys, I’ve shifted and no way would I trust you to come back.” and another “I rely heavily on hosting to run my business (aka make money and feed my family) if you guys are going under, can you give me the best heads up possible?”

According to 24/7 Hosting NZ, who have suddenly become very interactive with their customers, the company

“understands” the troubles of its users, and claims its 24/7 support email is now up and operating. Unfortunately for some customers our services have been lacking and our communication has been null.

Leading up to this latest lapse in service, some were already expressing dissatisfaction with the direction 24/7 was heading:

“Absolutely useless support,” wrote Andrew Stephen, on the company’s official Facebook page months ago. “They expired my domain 9 months before it was due then won’t respond to my open support ticket, my repeated phone calls, email or via Facebook or twitter.

“When I logged the original call their site said 27 minutes to respond, it’s been over 4 hours and I’ve heard nothing.”

Tony Duffy posted about the struggling company writing:

“BEWARE SCAM! These guys are scammers. Taken our clubs money and never reply to emails or calls. You’ve already been on fair go in 2011 and still up to your old tricks.”

Kylie Vernon wrote: “Horrific customer service – have tried to get in touch 7 TIMES via email and facebook and absolutely NO replies. All I wanted to do was start re using your service.”

That reference to ‘Fair Go’ by Duffy was a damning TVNZ Fair Go report in July 2011,  that claimed 24/7 Hosting NZ has had a history of ripping off the public, with the investigation claiming the company was even guilty of ripping off another hosting company’s website.

“And there’s something very odd about the 247Hosting website design,”speculated reporter Gordon Harcourt at the time. “It’s astonishingly similar to that of TMDHosting.com, a company based in Delaware USA. I contacted them and they say their design has been “stolen”.”

Harcourt also raised questions on ownership of 247Hosting.

“Is run by Caleb Finlay - or is it Caleb Carrington? Both names appear on Companies Office records, and we think they are the same guy, but via his lawyer it was claimed Caleb Carrington is the father. Then the story was it's a legal name change. I've tried to clarify that, but with no success.”

Now in 2014, Interestingly enough, the mysterious 24/7 FB poster is stating:

To those asking for accountability: as we have replaced the support team to work through existing support enquiries, we do not wish to subject them to personal attacks in such a passionate environment. As such, all social media/mass mail correspondence will not feature names of employees. Thank you for your understanding.

The 24/7 FB poster also responded to a comment stated:

We are very sorry to all of our customers and are working as hard as we can to make up for time lost. As mentioned, management, like our service team, is changing. We will be making announcements on new management later this week.

Given the questionable history of 24/7, its arguable just how many of the estimated 2500 clients affected by this fiasco still have any misplaced sense of economic patriotism. Scepticism maybe but allegiance.. less so.

Hostjury will be amongst the many eagerly anticipating the ‘coming clean’ announcements later this week. 24/7 clients, past and present, can share their experiences by writing a review.